What are the responsibilities and job description for the Player Development Lead position at Rivers Casino?
Position Summary :
Responsible for Player Development Host duties as assigned and assists as a Player Development Supervisory role as needed.
Essential Duties and Responsibilities :
- Provides effective leadership to ensure guests receive friendly, efficient and accurate services and information. Maintains operational procedures for quality standards to ensure maximum guest service and cost effectiveness.
- Anticipates, responds to, and consistently meets or exceeds the needs of guests including, but not limited to, F&B, special event, transportation and accommodation arrangements
- Responsible for scheduling in order to provide the most efficient guest service possible.
- Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix.
- Able to answer questions about the Complimentary privileges issued within prescribed limits in accordance with the approved Comp Matrix.
- Ensuring the lounge is properly maintained at all times; cleaning after guests, assist with the delivery of food / drink as needed, setting up areas for service, signage is correct, and everything is functioning properly (kiosk, lounge amenities, and any self service areas).
- Eagerly inform guests of daily promotions, contests and Rush Rewards benefits during guest interactions
- Assist and / or execute promotions and events as assigned. This includes, but is not limited to gift giveaways, live shows, drawings, emceeing, training and overseeing assigned
- Resolve guest concerns and complaints promptly with accurate information. Finds answers when unclear
- When guest volume exceeds staffing levels, Leads are required to work in all areas or at a computer when not resolving guest or team member issues.
- Verifies the guests phone number, email address, or if all information is accurate and updates the information when necessary.
- Check for satisfaction and appreciation for business during every interaction
- Maintains working knowledge of casino including but not limited to hours of operation of casino, restaurants, and other amenities and responds to guest questions.
- Resolve guest concerns and complaints promptly with accurate information. Finds answers when unclear
- Greets and enrolls new guests at the Rush Rewards Players Club with a smiling and energetic attitude
- Greet guests and distribute offers as they exit their bus at Rivers Casino.
- Ensures promotional giveaways and inventory is unpacked and ready to be distributed prior to the event.
- Adhering to the established work schedule.
- Verify valid / acceptable photo ID in accordance with Rivers Casino / PGCB standards with every transaction
- Gives accurate information to guests concerning their account information
- Clean and maintain office and public areas to ensure a safe environment
- Able to understand and comply with established Company and departmental policies and procedures.
- Assist and act in a supervisory capacity when needed.
- Assist Supervisors with daily operations which may include monitoring events
- Assist Supervisors with paperwork that would not affect any internal controls
- Remain professional in stressful situations and the ability to thrive in high pressure, fast-paced environment.
- Monitor Marketing functions to ensure all guests are treated fairly and equitably and that all areas are in compliance with departmental and Pennsylvania Gaming procedures.
- Informs supervisor of all pertinent information and reporting any irregularities to the Company.
- Maintain and safeguard the confidentiality of guest / player information; Discuss confidential customer information only with appropriate department and division heads
- Being proficient and accurate in all job duties and taking advantage of opportunities to improve job knowledge and performance.
- Performing other duties as requested or assigned.
Minimum Qualifications (Knowledge, Skills, and Abilities) :
